article · Ethiopian Journal of Health Development
A cross-sectional study evaluated outpatient satisfaction at government health centres and general hospitals across six regions of Ethiopia. Using exit interviews conducted between June and September 2004, the research examined three main areas: healthcare provider characteristics, service characteristics, and facility cleanliness. Across the surveyed sites, overall user satisfaction remained high. The proportion of respondents reporting satisfaction ranged from 77.25 percent to 93.23 percent for provider characteristics, 68.64 percent to 86.48 percent for service characteristics, and 76.50 percent to 90.57 percent for cleanliness. Multivariate analysis revealed that cleanliness indicators, specifically the condition of waiting areas, examination rooms, and medical equipment, were significant factors influencing patient perceptions. Conversely, most service characteristic variables did not show statistically significant impacts. The findings support routine satisfaction monitoring and civil service reform programmes to improve the delivery of public healthcare.
Evaluating patient satisfaction offers critical insight into the quality of healthcare and patient willingness to follow treatments. By identifying facility cleanliness as a primary driver of positive experiences, health administrators can direct resources toward maintaining sanitary examination and waiting spaces. Regular user feedback allows public health authorities to track performance and tailor civil service reforms to community expectations.
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Abstract Background: Satisfaction is one of the meaningful indicators of patient experience of health care services. Asking patients what they think about the care and treatment they have received is an important step towards improving the quality of care, and to ensuring that local health services are meeting patients’ needs. Various studies have reported that satisfied patients are more likely to utilize health services, comply with medical treatment, and continue with the health care provider. Objective: to assess and estimate the perceived levels of satisfaction with health services rendered at government health facilities in selected regions of Ethiopia. Methods: A cross-sectional study that involved an exit interview was conducted in purposively selected government health centers and general hospitals in six regions of Ethiopia. Data were collected using structured questionnaire between June and September 2004. Variables used in the study were grouped and summarized into three components, namely providers' characteristics, services characteristics and cleanliness of the health facilities. Each variable was scored on a 5 point Likert-like scale, ranging from 1 (very dissatisfied) to 5 (very satisfied). The mean score 2.5 is considered as a cut-off point and scores equal and above 2.5 are taken as an indicator of users' perceived satisfaction. Both bivariate and multivariate methods of data analyses were used as deemed necessary. Results: All the three components of investigated variables have reliability coefficients ranging from 0.57 to 0.82. Results of bivariate analyses depicted that the percentage for high mean score satisfaction with health providers' characteristics ranged from 77.25% to 93.23%; with service characteristics 68.64% to 86.48%; and satisfaction with cleanliness ranged from 76.50% to 90.57%. Results of multivariate analysis showed that relatively more explanatory variables were found to be significant in influencing cleanliness (cleanliness of waiting place, examination room and medical equipment). Most of the explanatory variables in service characteristics were not statistically significant as compared to other components. Conclusion: The investigators believe that improved service delivery in health facilities could be achieved by the proper and sustainable implementation of the newly initiated civil service reform program in civil service institutions in the country. Furthermore, periodic assessment of health services and further study, especially from the user's satisfaction perspective is recommended as a fundamental initiative in the improvement of the performance of health facilities. [Ethiop.J.Health Dev. 2008;22(1):42-48]
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DOI: 10.4314/ejhd.v22i1.10061
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